Welcome to the 9Community.
This page is here to set out the Community Guidelines which are made up of two parts: Part A – Code of Conduct; and Part B – The Community Rules.
The Community Guidelines explain what is and isn’t appropriate for our community in detail, and this borders on the fact that the 9Community members are respectful to others, genuine and committed to improving 9Community for every member.
Code of Conduct
The Code of Conduct is a guide to all new and existing members to help keep the community in a proper state of decorum. We therefore enjoin that you endeavor to follow each Code of Conduct as outlined below to the letter, to promote unity of thought and foster oneness.
- Be constructive; The Community is a place where members are encouraged to take part by sharing their thoughts and opinions, this means you are expected to give constructive opinions or feedbacks, do not tear down or criticize the opinions of others, no matter the temptation.
- Be polite and show respect, even when disagreeing. Respond to the idea, not the person or their personality.
- Search to see if a topic already exists, or if your question has an answer before posting on the forum.
- Be welcoming. It may well be someone’s first day and first post in the community.
- Approach conversations with maturity and good intent, and If you believe someone is posting in a manner that is disingenuous in order to make a point, please flag the post rather than confronting them publicly.
- Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
- Stay on topic when posting in an existing thread. Going off point or completely changing the topic should be avoided.
- Allow people their own time to respond and time for threads to develop. Do not expect immediate responses.
- Keep your post relevant to the area you are posting in – submit help queries to help etc.
- Only post content that you have permission to post from the original creator.
- The Community Rules
Please Do Not:
- Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, religious bigotry or any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please flag the content and contact the community staff.
- Do not deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
- Do not use more than one account to interact on the community.
- Do not violate the website section of our Terms and Conditions.
- Do not post content that contains nudity or is pornographic in nature.
- Do not post unsolicited advertisements for any products or services. This includes affiliate or referral links (with the exception of 9Community’s own, which must only appear in forum signatures or your community profile page). This rule is in place to prevent scams using the community simply as an audience for advertising and spamming.
- Do not advocate any illegal activities. Any comments seen as promoting or advocating illegal activities will be removed.
- Do not impersonate other community members, 9Community agents or 9Community moderators.
- Do not Copy and post on the forum another person’s work (written or graphic) without their permission, this is a potential breach of copyright, and will be immediately removed as it is not allowed. As such, images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
How our staff enforces the above
- We respect the Community Guidelines in our interactions with members and expect members to do the same when interacting with staff.
- We approach any enforcement of the Rules and Code of Conduct primarily through private discussion. Any action we take will be prompted by or to support discussion. Any enforcement action by community staff taken is open for discussion with that member of staff.
- We will respond to private messages and e-mails as soon as we’re able (usually within a working day or two and rarely more than a week) but due to the volume and different types of messages we get, we can’t always guarantee that we’ll get back to every message or e-mail we receive. We prioritize conversations around education and questions from members but if you haven’t heard from us and you were expecting a response, please don’t hesitate to let the person in question know. Also note that the best place for help with your SIM, phone and service is still from our members in Help & Support.
- We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
- We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
- We look to improve conversation and will take the action that is most likely to lead to that result.
- Though we have tried to make the Rules as unambiguous as possible and the Rules apply to all members equally, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
- Any breach of these guidelines may result in the editing or removal of posts/threads or may result in a suspension from the community altogether and may have a negative effect on your payback.
We can suspend (“ban”) a member from the community if:
- They are clearly acting in a way contrary to the Community Guidelines and/or breaking the Rules
- If conversations about behaviour that goes against the Community Guidelines have not yielded a positive change in that behaviour
- If they have blocked communication or are completely unresponsive to discussion
Suspensions can be either time-based, indefinite, or permanent:
- Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
- Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a timeframe or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
- Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the Rules or for repeated offences where temporary suspensions have not prompted a change in behavior.
In most cases, suspension from the forums will not affect the use of 9Community mobile services, and we reserve the right to restrict the use of such services in extreme cases.
Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of 9Community.
Suspended members will continue to have access to read the community and knowledge base as well as the ability to raise cases with the agents.
In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss individual details of any of our moderation decisions on the public forums.
The process for disputes is as follows:
- Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
- If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
- If this is unsatisfactory, you can raise a case to the community moderator. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review.